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URGENT: Order Issues – Can't Complete Checkout

This topic has 27 replies, 3 voices, and was last updated 9 years, 4 months ago ago by CJMillar82

CJMillar82

Participant

December 10, 2014 at 22:21

Hi – there seem to be some intermittent customer issues that are causing customers to not complete their order. Based on initial research and my inability to recreate this issue, coupled with research, there seems to be some intermittent issue between our site and WooCommerce linked to the theme. We have had multiple customers end up with duplicate orders that on their end never looked like they processed, but their cards were charged. We’ve refunded them, but there are still issues occurring that are causing our customers to order elsewhere.

In addition – SEPARATE ISSUE – we are having issues with Google Analytics capturing orders from the site, despite testing deployment of code via 3 different tools/plugins. Again this seems to be an issue with the theme and how it ties into the site processing back end.

PLEASE help us resolve this ASAP! Thank you!

Please, contact administrator
for this information.

#28932 Copied

26 Answers

Eva Kemp

Support staff

December 11, 2014 at 00:41

Hello,

Have you tested if the issue persists with default WordPress theme?
Please check it.

Thank you.
Regards,
Eva Kemp.

#28940 Copied

CJMillar82

Participant

December 11, 2014 at 02:35

The issue is specific to this theme.

#28946 Copied

CJMillar82

Participant

December 11, 2014 at 09:26

We have two separate issues that are specific to this theme. They are both URGENT!
1. The theme and WooCommerce are not playing nicely together causing intermittent issues and duplicate orders for customers that are then cancelled as they’ve instead opted to order elsewhere. This issues is HUGE!!!

2. Google Analytics e-commerce tracking WILL NOT WORK no matter what plugin we use. We have now tested deploying the code via WooCommerce settings, Yoast SEO plugin, and a separate Google Analytics plugin. This is beyond frustrating.

We have tested ALL OF THE ABOVE on multiple other themes without any issue, so we know it has to do with the cart and checkout process of THIS SPECIFIC THEME as stated earlier. In addition we are unable to access the cart / checkout pages as they are marked as private in our theme and there seems to be a duplicate set of these pages “Mijireh Secure Checkout”. We believe that the fact that there are duplicate pages may be the issue, however without being able to access these pages, we can’t test or resolve this. PLEASE HELP!!!!

#28962 Copied

Olga Barlow

Support staff

December 11, 2014 at 10:21

Hello,

Did you make any changes in template files? Can we update your theme?
Please, provide FTP access, we’ll update theme and check your issues.

Regards,
Olga Barlow

#28974 Copied

CJMillar82

Participant

December 11, 2014 at 10:38

We have not made changes to the theme from a custom perspective – yes you may update.

Site FTP access can be provided.

Please, contact administrator
for this information.

#28983 Copied

Eva Kemp

Support staff

December 11, 2014 at 14:29

Hello,

I’ve updated the theme. Please check Checkout page now.

Regards,
Eva Kemp.

#29043 Copied

CJMillar82

Participant

December 11, 2014 at 17:52

I logged in and there are still two checkout pages and we are unable to access either.

We also received this error from a customer today:

Received a voice message from client regarding “fatal error” message when confirming payment/ order.

I called her and she mentioned the memory limit specifically stating that WP is out of memory.

When I checked with GoDaddy (who does our hosting) we are only using 10% of our available (and I just increased memory again to make sure) and we are still seeing this with customers. Site speed is very slow, and the duplicate checkout pages still exist, and on top of it we are seeing the issues with the cart. Google Analytics also is not working AT ALL despite testing THREE plugins now. PLEASE HELP!

#29112 Copied

CJMillar82

Participant

December 11, 2014 at 18:19

Error when trying to access either cart page: Mijireh_Exception thrown

Access key required to view checkout preview

There are still two checkout pages with the same exact name.
Mijireh Secure Checkout – Private 2014/06/23
Last Modified

Mijireh Secure Checkout – Private 2014/01/04
Last Modified

_____________________________________

Google Analytics still not tracking e-commrce at all despite more orders trying to come through today.

_____________________________________

Fatal error / duplicating orders or can’t complete order / memory error can’t complete order still occurring as errors for customers

_____________________________________

Site page load speed incredibly slow despite adding a cache plugin and adding additional memory to server hosting plan. This is also tied to the cart error.

We really need to get these resolved as we are losing volume here in orders and sales in peak holiday season. Thank you for all of your help and troubleshooting this with us.

#29117 Copied

CJMillar82

Participant

December 11, 2014 at 18:33

There is also a third checkout page called simply Checkout with short code [woocommerce_checkout]

Why are there three checkout pages? We do not have an account with Mijireh.

#29121 Copied

CJMillar82

Participant

December 12, 2014 at 02:20

I tried updating to the new version but get the error that the destination folder already exists. This is crazy and we are losing sales. can you PLEASE help with this?

#29157 Copied

Eva Kemp

Support staff

December 12, 2014 at 10:41

Hello,

Have you created a back up of the site? We can try to update the theme for you.
Please confirm it.

Thank you.
Regards,
Eva Kemp.

#29234 Copied

CJMillar82

Participant

December 12, 2014 at 17:43

Yes all backed up. Go ahead and have at it! Thank you!

#29305 Copied

Eva Kemp

Support staff

December 12, 2014 at 21:37

Hello,

I’ve updated the theme to the latest version.
The site is working fine.
Please check it.

Thank you.
Regards,
Eva Kemp.

#29337 Copied

CJMillar82

Participant

December 12, 2014 at 21:49

Site looks okay, however I still don’t see any e-commerce data in Google Analytics and I’ve just done a test order. Please look into why Google Analytics won’t work regardless of what code we use where!

#29341 Copied

Eva Kemp

Support staff

December 12, 2014 at 21:59

Hello,

You can find some solutions at this links:
https://wordpress.org/support/view/plugin-reviews/woocommerce-google-analytics-integration
https://support.woothemes.com/hc/communities/public/questions/202693716-Google-Analytics-ecommerce-tracking

Please pay attention to the comments posted by users.

Thank you.
Regards,
Eva Kemp.

#29343 Copied

CJMillar82

Participant

December 12, 2014 at 22:06

I’ve done all of that and tested three different integration tools as stated above. The issue again is ONLY with your theme. I’ve had no issues with any of my other client’s websites where I’ve used all of these same themes.

#29344 Copied

Eva Kemp

Support staff

December 15, 2014 at 13:41

Hello,

We’ve checked your site with default WordPress theme and we can’t access Checkout page due to https misconfiguration.
Please configure the links with SSL certificate first and then contact us to check the issue with checkout.

Thank you.
Regards,
Eva Kemp.

#29538 Copied

CJMillar82

Participant

December 15, 2014 at 17:07

We are forcing HTTPS and the SSL certificate is assigned properly as per GoDaddy and we are using the Intuit payment processing plugin. The SSL is specific to our domain. It IS configured correctly.

#29601 Copied

CJMillar82

Participant

December 15, 2014 at 18:06

Also we STILL can’t get Google analytics to work regardless of what plugin we use at all anywhere. It has to be an issue with the theme.

#29626 Copied
Tagged: checkout, issues, order, templates, urgent, woocommerce, wordpress
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